Customer Service Manager

NAME: Ojok Okello

PERSONAL PROFILE

An enthusiastic, proactive and professional person who communicates effectively at all levels both

face to face and over the telephone.

Prioritises workload according to deadline and produces work of the highest quality

A flexible, reliable and adaptable Team member who undertakes tasks with enthusiasm and

commitment.

Maintains a calmness when under pressure and completes work of exceptional standard to strict

deadlines.

Computer literate and able to use IT packages like the Anite, Northgate, Academy and I-World.

SKILLS AND ACHIEVEMENTS

I am able to communicate with a range of people, giving clear answers to queries and seeking

clarification where necessary I listen to other people’s ideas in a non-judgemental manner and

show respect, regardless of my own views or perceptions

I comply with data protection/ confidentiality requirements particularly when dealing with sensitive

or personal information. I handle customer issues in a professional manner, offering empathy and

guidance in line with the equal opportunity policy.

I am polite and positive to all customers, firm and assertive in difficult situations, while making

sure that my responses are based on the need of the individual

I manage customer expectations by being realistic about what can be achieved, taking full

ownership of enquiries I receive and wherever possible ensuring they are resolved at the first

point of contact

I provide accurate and up to date information to both internal and external customers I use

complaints and feedback as an opportunity to learn and further improve service development and

delivery

I make decisions in line with current procedures and resolve non-standard issues, through

consulting those current procedures and escalating to my manager if I am unsure.

I analyse information to understand the cause of problems and identify the best way to resolve

them I quickly involve others in problem solving if it is complex or outside my area of

responsibility.

Undertook projects across revenues -both Council Tax and Business Rates- in a timely manner

either to deadlines or agreed processing rates as determined by the Team Leader aimed at

database accuracy.

Maintained a 95% accuracy and right first time approach during various inspection types and

replicated this on work documents along with work generated by telephone calls, visits, and

queries from internal and external stakeholders.

Ensured all customer, inspection or Council colleague and stakeholder queries were resolved at

the point of contact or within 28 days if not at the point of contact. Processed letters, documents,

forms and emails whilst ensuring completeness of work processed to a high standard In line with

equal opportunities policy.

Provided a high level of customer service to customers ensuring an emphasis on accuracy and a

right first time approach. Provided full relevant information in a clear, concise and timely manner.

CAREER DEVELOPMENT

June2013 to August 20.13

Ealing Council

Revenues Inspector

Carried out inspections (some relating to complex matters) within Ealing, obtained the necessary

information relating to Council Tax and Business Rates valuations, Council Tax and Business

Rates database, disregards records, disabled reductions, unoccupied properties, building works,

and generally in respect of seeking out information for debt collection purposes etc.

In turn I gathered information to resolve other Council debts issues.

I also liaised with other teams of the Council Tax and Business Rates sections and with others

sections of the Council i.e. Housing Benefits, Electoral registration, Planning, Building Control.

In general acquire and maintain a good knowledge of Business rates and Council Tax legislation.

1999 --30.04.2013

London Borough of Southwark

REVENUES INSPECTOR

Captured information from planning, building control and street naming and numbering on new,

demolished or altered properties. This I did by developing good communication with Developers,

Planning Department and builders to set up visit dates and to gather intelligence to ensure

database is accurate at all times. Undertook regular periodic physical inspections to ascertain

occupied or unoccupied status and to gather information for liability and billing purposes. Made an

empty property inspection within 7 days of a request being allocated and ad-hoc inspections

within 5 working days and completed them within 30 days or 2 visits if sooner.

Completed void inspections within 120 day cycles. Reported all property amendments in a timely

manner in accordance with Valuation Office Agency guidelines. Completed a minimum of 100

physical inspections per week.

Conducted desk based investigations to assist with liability and billing purposes. Aided in the

recovery of Council tax by undertaking visits in association with debt recovery such as large

debtors, gone- away, etc. and investigating them until conclusion to aid recovery going forward

and informed Council Tax Officers where debt was unrecoverable for potential write-off. Assisted

in the uptake of Council Tax and Housing benefits through home visits; helping with forms.

Contributed to fraud reduction through timely visits.

1987-1998

DEPARTMENT OF WORKS AND PENSION

ADMINISTRATIVE OFFICER

Supported the delivery of a range of employment related projects

Captured existing employment opportunities from newspapers and the media

Supported employers to provide opportunities to the unemployed through acting as a conduit

between employers and job seekers

Delivered induction and training for new staff

Acted as a central point of contact for training providers regarding the work and skills agenda.

Assisted in the uptake of benefits.

QUALIFICATION AND TRAINING

Graduate of The Institute of Chartered Secretaries And Administrators

- Attended a number of short practical courses that would usefully complement my new role.

For example: Customer Service and Customer Awareness, Handling Difficult People,

Assertiveness, Effective Interviewing, Diversity Awareness, Council Tax and Business Rates

Assessment

Contact this candidate